What this means
m21-4:appendix-f.4 explains definition of WMP. In plain terms, the official guidance says a workload management plan (WMP) is a written operational plan which outlines necessary work processes, assignments of work and the movement of work through all lifecycle phases to completion, including special routing procedures. It also addresses due to workload and staffing variations, no one plan is generally suitable for all hubs. While Veterans Benefits Administration (VBA) strategic goals and the consistency of user actions on individual fiduciary work actions should not deviate from VBA guidance, the movement of work within hubs may vary.
How this may help with a claim
Use m21-4:appendix-f.4 as a lookup tool for definition of WMP. Match the exact label, code, condition, or table row in your records to the official entry; one useful point is: A workload management plan (WMP) is a written operational plan which outlines necessary work processes, assignments of work and the movement of work through all lifecycle phases to completion, including special routing procedures. Due to workload and staffing variations, no one plan is generally suitable for all hubs. While Veterans Benefits Administration (VBA) strategic goals and the consistency of user actions on individual fiduciary work actions should not deviate from VBA guidance, the movement of work within hubs may vary. Keep the notice or screen that uses the term so you can distinguish an internal status label from a filing deadline or entitlement rule.
What to review in your file
- Check the file against this official condition: elements required in WMP, and
- Confirm that the record or notice addresses this source point: Due to workload and staffing variations, no one plan is generally suitable for all hubs. While Veterans Benefits Administration (VBA) strategic goals and the consistency of user actions on individual fiduciary work actions should not deviate from VBA guidance, the movement of work within hubs may vary.
- Document how this stated step or exception applies: Any time there is a change in workload, the WMP must be updated to reflect the change. The WMP must be reviewed, at a minimum, on a yearly basis and distributed to all employees within the hub
Important limits
m21-4:appendix-f.4 helps decode definition of WMP, but a code, tracked item, or table entry is not proof that VA has granted or denied the underlying benefit. Use the governing notice and controlling law for rights and deadlines. The official context includes: A workload management plan (WMP) is a written operational plan which outlines necessary work processes, assignments of work and the movement of work through all lifecycle phases to completion, including special routing procedures. A WMP must include (but is not limited to) the elements outlined in the table below.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Definition of WMP
- m21-4:appendix-f.4
- Definition WMP
- Fiduciary WMPs
- definition
- frequency distribution
- elements required
- sample workload report list.
Original VA guidance
The official VA text of this section
4. Fiduciary WMPs
Introduction
This topic contains information regarding a WMP, including
- definition of WMP
- frequency and distribution of WMP
- elements required in WMP, and
- sample of a workload report list.
Change Date
December 6, 2023
F.4.a. Definition of WMP
A workload management plan (WMP) is a written operational plan which outlines necessary work processes, assignments of work and the movement of work through all lifecycle phases to completion, including special routing procedures.
Note: Due to workload and staffing variations, no one plan is generally suitable for all hubs. While Veterans Benefits Administration (VBA) strategic goals and the consistency of user actions on individual fiduciary work actions should not deviate from VBA guidance, the movement of work within hubs may vary.
F.4.b. Frequency and Distribution of WMP
Any time there is a change in workload, the WMP must be updated to reflect the change. The WMP must be reviewed, at a minimum, on a yearly basis and distributed to all employees within the hub
F.4.c. Elements Required in WMP
A WMP must include (but is not limited to) the elements outlined in the table below.
Scroll sideways to see the full table.
| Element | Description |
| Date of Issuance | The date of issuance, along with date last updated when additional updates are made. |
| Timeliness Targets and Priorities | Processing timeliness targets and priorities. Examples: To include but not limited to targets not defined in the Director’s Performance Plan onsite reviews administrative tasks, and work activities that require priority processing. |
| Oversight and Assignment of All EPs | Oversight and assignments of all EPs processed by the hub to include rating non-rating, and work items. |
| Work Processes and Additional Assignments Not Covered by Standard EPs | Written plans (such as a Standard Operating Procedure) for work processes and additional assignments not specifically covered by standard EPs. Examples: To include, but not limited to local mail plan work products that require second and third signatures, and administrative tasks utilization plan. Notes: A mail plan must include a description of mail receipt and routing that outlines local procedures from the time mail arrives on station through Public Contact, power of attorneys/Veterans service organizations, private delivery companies, United States Post Office, etc. through shipment to the scanning vendor for upload into Centralized Mail Portal, or other business lines. An administrative task plan must, when not prescribed by procedures, define when it is appropriate for hub employees to establish each type/title of administrative task, applicable description text, and due date. |
| List of Workload Reports | List of reports used for oversight of all operational aspects of the hubs. At a minimum, the list must include report name source supervisor/employee responsible for generating the report frequency brief description of use, and description of what is considered an outlier. |
F.4.d. Sample of a Workload Report List
Below is a sample of a workload report list. This list is not all inclusive. Hub management must ensure the list encompasses all necessary reports for oversight of all operational aspects of the hub.
Scroll sideways to see the full table.
| Report | Source | Designee | Frequency | Use | Outliers |
| Homeless Flash Report | Tableau | Homeless Coordinator | Weekly | Monitor and case manage homeless claims listed under the hub’s jurisdiction. | >125 days pending. |
| Workload Information Tool (WIT) | WIT | Front Office Management | Weekly | Review for accuracy of employee capacity and positions. | Inaccurate reporting of employee position and/or capacity. |
| WMP | Local WMP | Front Office Management | Quarterly | Monitor compliance with all indicators within the WMP to ensure all necessary work assignments, oversight, validation, and corrective action procedures are in place and make any necessary adjustments to the WMP. | Out of date WMP that does not align with current workload management processes. |
| Strategic Oversight and Analysis Review (SOAR) Tracker | Local shared drive | Front Office Management | Monthly | Tracking of responsible individuals, submittal, and action items. | Almost due/past due SOARs or action item(s). |
| Fiduciary Workload Reports | Tableau | Front Office Management | Daily | Monitors the status (for example timeliness, completions) of fiduciary-related actions. | Monitoring timeliness outside of established targets (for example, days to complete initial appointments including rating, field exam, and finalization of work item cycles listed on the Director’s Performance Dashboard). |
Notes:
- Utilize hyperlinks when applicable.
- The list can be organized by teams, responsible employee, frequency due, etc.
- For more efficient updating, one all-inclusive table could be located at the end of the WMP or as a separate document hyperlinked from sections in the WMP, rather than breaking it into shorter lists (for example, in each team section).
- If kept as a separate document, the list could be updated independently of the WMP; however, a date last updated must be included.